Technical Operations Manager, Stripe Delivery Center

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. 

What You’ll do:

As the Technical Operations manager, you will manage a team of Technical Operations associates tasked with supporting Stripe’s integrations with financial partners, including card networks, banks, local payment methods, and aggregators. You and your team will be responsible for hands-on investigating and resolving integration issues with partners, reconciling and accounting for billions of dollars moving through the Stripe platform, and supporting internal teams using our payments rails for Stripe products.  The SDC TechOps Team and manager will work at the core of Stripe’s platform, ensuring the reliability of our financial partner integrations and timely delivery/reconciliation of accurate data between partners and Stripe stakeholders. You will partner closely with Technical Operations teams and Stripe Engineers to investigate and resolve transaction and data issues between Stripe’s systems and financial partners to meet predefined SLA’s

Team Structure

You'll lead a team of technical operations associates responsible for driving Stripe-wide enhancements to integration and reconciliation systems. By leveraging insights and trends, your team will aim to identify and influence key metrics through automation, tooling, and partner improvements. Additionally, you will oversee a team of analysts who will manage technical product queries and provide resolutions to these technical challenges.

You will:

• Recruit, manage, coach, and develop a new team of in-office Tech Ops Associates 
• Guide your team to execute efficient, accurate solutions that support our users, banking partners, and engineering teams
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Collaborate across the company, including engineering, accounting, financial partnerships and product teams, to analyze and account for billions of dollars moving through the Stripe platform
• Help influence peers / managers and build consensus while dealing with ambiguity
• Drive data and process efficiencies to meet the scale and speed of Stripe
• Build your team - formalizing role definitions, defining charter and ownership boundaries and taking a newly formed team into a high-functioning one
• Engage with technical stakeholders and engineers to identify potential new workstreams for the team

We’re looking for someone who has:

• Have 3+ years of people management experience 
• 8+ years of experience in managing migration projects, creating Weekly Business Reports, analyzing team metrics to assess efficiency, conducting reconciliation, and performing data quality assessments to enhance reporting efficiency
• Experience managing multiple, concurrent work streams, identifying and triaging technical issues and driving solutions with clear metrics to show impact
• Have strong analytical skills to investigate, prioritize, and identify the root cause of issues
• Operational expertise (measuring/improving manual processes, motivating/engaging an operations team)
• Has experience with technical product support teams and understands the technical backend of products. Also skilled in leading teams to resolve technical product issues for customers.

Nice to haves:

• Payments expertise (working with financial partners, optimizing processing errors, managing payment costs)
• Experience in accounting, FP&A, or financial reporting
• Experience automating or using programmatic approaches to improvising efficiency of manual tasks
• Have experience navigating the nuanced complexity of financial systems and solving large scale, data challenges